Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE; ASPIRE MANAGEMENT/ EVERGREEN MANAGEMENT GROUP, LLC; NOTICE TO MY RENTAL UNIT INDICATED FEES OWEING TO ASPIRE MANAGEMENT. ONSITE MANAGER SAID WOULD LOOK INTO IT.THEN GAVE ME NO EXPLAINATION JUST SAID THAT THE FEES WERE APPLICABLE AND IF I NEED MORE INFORMATION SHE GAVE ME A PHONE NUMBER TO CALL EVERGREEM MANAGEMENT LLC /******** ******** ************ MY CALL WENT TO VOICE MAIL I DID LEAVE A MESSAGE. I PLACED AN ADDITONAL CALL TO THE OPERATOR OF THE BUSINESS INDICATING I DID LEAVE MESSAGE AND I ALSO ASKED FOR A FAX NUMBER FOR ******* ******** OR FOR THE BUSINESS WHICH SHE SAID WAS UNATTAINABLE AT THAT TIME. I SAID I WANTED SOMEONE TO KNOW THAT THE FEES WERE INDISPUTE BY ME AND I DECIDED TO FILE A COMPLIANT WITH THE BBB FOR BETTER RESOURCES AND RESSOLTION IN RECEIVING UNSATISFACTORY ASSISTANCE FROM ASPIRE MANAGEMENT. I ALSO REQUESTED AN EMAIL TO ASPIRE MANAGEMENT(ONSITE) BY CRYSTAL FLEMMING ABOUT FEES....MY PAYMENT HISTORY FOR THE RENTAL ARE ON TIME BEFORE DUE DATE FOR 2 1/2 YEARS. I DID HOWEVER DISCOVER A YEAR AGO THAT I HAD BEEN DOUBLE PAYING FOR THE WASHER AND DRYER UNIT WHICH THEY PROMPTLY CORRECTED BUT NEVER SAID HOW LONG I HAD BEEN DOUBLE BILLED. ALSO VERY IMPORTANT IS THE FACT THAT I NEED MY CREDIT HISTORY FREE FROM AND FINANCIAL LIABILITY I HAVE RENTED FOR OVER 18 YEARS I WOULD LIKE TO OWN A HOME ONE DAY MY CREDIT HISTORY IS INVALUBLE. THANK YOU FOR YOUR TIME.

  Business Response

  Date: 05/14/2025

  Dear BBB Representative,

  
  Thank you for bringing this matter to our attention.

  
  We would like to acknowledge that on Monday, May 12th, our Aspire Clearfield leasing office experienced an unexpected internet outage, which temporarily prevented our team from accessing and printing resident account ledgers. This unfortunately delayed our ability to immediately provide Ms. ******** with a detailed explanation regarding the fees she inquired about.

  
  Despite this inconvenience, our team followed up promptly through two phone calls and sent an email sent as soon as the internet was back up, which included the complete ledger breakdown of charges and payments on Ms. ********** account. At no time was Ms. ********** balance owing reported to any credit bureaus. We strive to provide timely and transparent communication and regret any frustration this may have caused.

  We take resident concerns seriously and are happy to assist Ms. ******** further in reviewing her account or addressing any outstanding questions. Our goal is always to ensure fair and accurate accounting, and we remain committed to resolving this matter professionally and respectfully.

  
  Sincerely,

  
  ******* *******
  Senior Regional Manager
  Evergreene Management Group, LLC

• Initial Complaint

  Date:02/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company bought our property and continued to keep increasing fees with no explanation and no warning. It increases our utilities and add more charges it is over the agreement of our rental contract.

  Business Response

  Date: 02/06/2025

  Hello,
  
  After evaluating your lease agreement, it looks like you
  signed your lease renewal for December early in September with the previous
  management company. As your lease was signed and initiated with them, we will
  remove the $35 charge for the CAM fee that has been implemented at renewal.
  
  All other charges were outlined in your lease agreement and
  will remain the same. The leasing office is happy to assist you with other
  questions you may have.
  
  Thank you!

  Customer Answer

  Date: 02/06/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22890367, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Edmond Montague

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im disabled, 57 years old. Moved into ************ on main feb 2024 signed a 12-month lease using my section 8. Two weeks into moving in I realized my dryer that the apt comes w/did not have air flow. Didn't dry clothes. Contacted manager ******* immediately via email. I have all corresponding emails between me/*******, the manager. She kept saying it's going to be fixed. It's going to be fixed well Nov 2024. They finally fixed ventilate, but in the process they have allowed ****** ****. maintenance, cut five or six large holes in my apartment ceiling, left open for 5 months now and I'm breathing fiberglass insulation because they were left opened. He couldn't do the job, and told the manager I can't do it, It took until Nov 2024 for them to get a company to do it in less than half a day. I still have holes in my ceiling that have not been covered and my health has declined since moving in due to stress. Also the building has black mold due to an interior hot tub that has not worked properly since building was built repairs are not being done in a timely fashion There's false advertising. I was told the pool was for everybody once moving in. I was redirected and told that I have to ask permission. That the swimming pool belong to the other building and their guests because we have a hot tub that is disgusting. I wasn't told about dumpster being placed outside my apartment three times a week and dumped causing loud disturbing noises. Christmas Eve our building locked us out. Only two doors worked called emergency maintenance and was told they're not working today. I wanted to not move in after paying my fees before I took up residency and was told that if I did not complete my move-in I would lose all monies I had already put forward including my deposit

  Business Response

  Date: 01/09/2025

  Hello,
  
  In response to your complaint, it is important to note that we have been actively working on finding a solution to any issue with the dryer.  We replaced your original dryer with another newer dryer, then we purchased and installed a brand-new dryer. Additionally, to help address any concerns during this time we did provide another unit for you to have use of a dryer in. Ultimately the issue was in the venting system, which is not a quick fix. Yes, we are patching the ceiling from the repair. This should be completed this week, pending your permission to enter. We have called and emailed you about this.
  
  The hot tub has been closed recently due to resident misuse of a bath product in the hot tub. It is discolored and stained, but not hazardous. Unfortunately, this is not the first time this has happened. We are actively working on a plan to replace the amenity for future use.
  
  This is a phased property.The pool is not part of the phase you live in. The marketing brochure provided outlines the amenities by phase. The pool is not listed for your phase.However, we do allow use of the pool by all residents, including the phase you live in, with a pool pass based on the number of passes requested during that time frame (as we must limit occupancy per pool rules). Our records indicate we have given you a pool pass and accommodated your request to use the pool.
  
  Dumpsters are a part of communities to remove and control trash. While there may be some noise from the trash removal, it is a necessity of the property.
  
  The fob system was repaired quickly given it was over a holiday time frame and the Manager was onsite immediately to ensure that it was repaired quickly.
  
  While things can break or malfunction, we do our very best to overcome and remedy as quickly as possible.
  
  It is true, if an applicant is approved and they change their mind to cancel the move in, the deposit and application fee is not refundable. This is stated in the application documentation that is signed and agreed to by all applicants at the time the application is submitted.
  
  All in all, it sounds like you are unhappy living in our community. We can discuss this with you further and welcome an In-person meeting with the Management oversite, however paying the sum you have requested will not be approved as we were actively working on items such as your dryer and we have provided solutions when possible. 
  

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into Slopeside Village in Park City Utah in April, 2024. I was working part time at the canyons golf course and part time at Blue Sky Ranch. I did not qualify for employee housing at the time so I had to put down a security deposit and pay almost 1200 for "affordable housing". The noise started a few months later. I could not sleep. A high-pitched noise would intermediately get louder and keep me from sleeping and studying. I brought the noise to my landlord's attention, and they assured me Maintenace would work on it. Another week later no update. I had to go in and ask what was taking so long. They told me a third-party contractor was working on it. A week later no response. I went in to check again and they told me it was a warranty issue, and the wall would probably have to be knocked down and i asked to be moved out of my room. No response. Finally, I had to threated legal action and was moved two days later. But I was only allowed to sleep in my new room, not shower, cook, study or occupy the other space. I found a new place to live and texted them through a line they had used to ask to borrow my parking space for a repair truck (I am paying $125 for a parking spot and they wanted me to park further away) and I received no response. I moved out and emailed Jaime the property manager I would like my deposit in full and he told me that is probably not likely as they "do not break leases". And i would be responsible for paying the rest of my rent through April. There is also a waitlist for these rooms that I was in and I am almost positive by law they have to a) provide a habitable living space and B) do their diligence in filling a room when a request to move out is place - considering there is a waiting list this should not be an issue. Not to mention the excessive drinking, drugs and partying that makes slopeside an unsafe place to live.

  Business Response

  Date: 09/06/2024

  We understand your frustrations
  with the situation of the AC unit and transfer and apologize that a better
  solution was not proposed.
  
  We have reviewed our records and
  don’t believe we mentioned needing to knock any walls down. We do show that you
  have notified us of the noise in the unit and a transfer was offered but you
  did not want to move your items so you just asked for a quiet place to sleep,
  this was granted.  The space provided for temporary transfer did not have
  any restrictions of what common areas you could use, so we are not sure what
  you are referring to when stating you were not allowed to use the shower,
  kitchen or other spaces. Our property manager confirmed the bathroom and
  kitchen areas were clean for your use prior to allowing access as well. The
  unit with the AC noise was also not considered uninhabitable but the temporary
  transfer was offered for your comfortability understanding that the noise was
  bothersome. 
  
  Our lease requires a written 60
  day notice to vacate which we did not receive from you. The communication by
  text was responded to and asked that you communicate to our office using our
  office phone or email as the phone number you were texting was not a monitored
  line and was used to communicate with you in an emergency situation.
  
  We do not show any further
  communication that you had mentioned any information regarding drinking, drugs
  and partying. If this is/was an issue our staff is available for any
  information you can provide so we can take action. Illegal activity is not permitted
  and should be reported to management and the police.
  
  As we do have a waitlist, many
  of which are looking to move at a later date, so we do not have an immediate
  applicant for your unit. We also have other units available in addition to
  yours.
  
  Since you have vacated the unit
  and did not provide a proper 60 day notice to vacate, you would be responsible
  for rent until the end of the term or until re-rent. As stated above, we have
  other units vacant now as well so I do not have an estimate of when the unit
  could be re-rented. The full amount of the lease term is: $8050.
  
  However, we would be willing to
  work with you on the amount owed, we can offer a settlement of $2300 which
  equates to a 60 day notice. The fee proposed above would be significantly less
  than the lease term. Security deposit will be handled according to the lease
  term with damages or cleaning deducted.
  
  Thank you. 

  Customer Answer

  Date: 09/18/2024

  I received an email last week from the property manager stating he spoke with the Vice President, and they are going to refund my security deposit in full and discontinue my rent payments. Thank you for your assistance. 

• Initial Complaint

  Date:03/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant at an apartment complex managed by this group, I received an email from a property manager ***************************** indicating that my lease was due for renewal, I responded with a letter of the day I would be vacating my apartment as I did not intend to renew my lease, I submitted the key and gate access the end of month as was noted. The management company however have sent me a bill that I owe payment of a broken lease agreement. This is not correct, this management company is trying to extort money with having multiple leases.

  Business Response

  Date: 03/14/2024

  Hello, 

  The manager for the property you lived at is currently on vacation not returning until next week. We may need an extension of time to provide the information requested. 

  ***** the former manager is no longer with our company, but we can certainly review our records when our manager returns to provide more information. 

  In the meantime, can you please provide a copy of the email or acceptance of the notice to vacate you mentioned?

   

  Thank you, 

   

   

• Initial Complaint

  Date:11/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in reference to Paxton 365.
  
  I've given this business the benefit of the doubt as far as my terrible experience living here has gone. We're all human and we make mistakes, things get overlooked.
  
  I didn't complain when it took them almost 4 months to fix my AC and I had to use a window unit that meant I had to hear everything going on at the street level, including homeless people fighting. No concessions were offered.
  
  I didn't complain when homeless started freely roaming the halls and stealing my packages.
  
  I didn't complain when people started leaving bags of poop in a pile by the entrance.
  
  They had the opportunity to look over some technicalities revolving my move out notice being a few days late and chose to force another month's rent on me, so here I am finally taking the opportunity to let the world know what a terrible place this is to live. Pretty crappy that they would show a tenant who's been very gracious as far as accepting the rather poor living conditions here none of the same grace.

  Business Response

  Date: 11/16/2023

  We are so sorry that you have been frustrated with your
  experience here at Paxton 365. We would like to start by addressing the issue with
  the AC. Maintenance and our HVAC vendor worked on the unit consistently
  throughout the last several months and in the process, we kept the line of
  communication open. Unfortunately, the part that needed to be replaced was
  backordered several months due to nationwide supply delays, the portable placed
  in your apartment was the only option available to us at the time to try to
  keep your apartment cool. We would like to sincerely apologize for all the
  trouble/inconvenience that this has caused you and do not take it lightly.
  
  As far as unauthorized guests in the building – this is
  something that was brought to our attention on Monday 11/13/23 and
  unfortunately, this was the first time we had knowledge of this. On the same
  day, we took the necessary steps to eliminate the issue in a timely and precise
  manner. These concerns are valid, and we would love the opportunity to come to
  a better conclusion with you. 
  
  Please know the forum of a BBB complaint is not the best place
  for your Notice submittal, however it is noted that you are giving notice and
  intend to vacate the end of December.  
  
  We can understand your frustrations with your experience. We
  are happy to have a conversation with you at the property office to discuss options
  to cure this situation. Are you available to meet with the Manager and the
  Regional Manager at the Property in the next few business days? If so, please
  reach out to ******************** to
  schedule an appointment. This will be the fastest way to discuss and hopefully reach
  a resolution.
  
  In the meantime, we have attached a copy of the Notice to the
  Vacate form for ease of use to be completed, signed, and returned. It does have
  important information regarding the move out process for you as well. We have
  also attached the lease agreement.
  
  Again, we sincerely apologize for any inconveniences and
  frustrations you have had here, we would encourage you to communicate with the
  office so that we can discuss a way to resolve this in a way that benefits you
  and we may have some other solutions for you as well.
  
  Kind regards

  Customer Answer

  Date: 11/22/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Management never responded to email they asked me to send them. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 11/30/2023

  This matter has been resolved between Paxton 365 and the resident including an additional agreement between both. Going forward, please contact the corporate office at EMG with any questions or concerns.

  Customer Answer

  Date: 12/06/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The property managers are currently moving to address the issues listed on my complaint to the degree that I feel heard. They've gone above and beyond to ensure that I feel safe and comfortable in my apartment.

  
  
  
  Sincerely,
  
  
  
  ****** *****